Virgin's service is fantastic until something goes wrong. Their customer service is so incredibly poor it is laughable.
I have had on and off issues with my Broadband and Tivo service for the last 12 months and recently managed to get them to agree that the number of faults was not acceptable and that I had been overcharged for a service I wasn't being provided with. This, however, took around 20 phone calls, a load of emails, a few letters, 3 complaints which were all upheld, eventually culminating in engaging with them on Social Media which actually led to it being resolved.
They have major issues. It cannot possibly be cost effective to run support in that manor.